Incident Manager - Senior [Customer IT Support]

platacard; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Healthcare coverage

Relocation assistance

Education budget

Wellness budget

Paid leave

Job summary

Platacard is seeking a Senior Incident Manager to lead critical response on a fast-moving, customer-facing platform. You will blend hands-on incident command with process improvements, owning major incidents from detection through retrospective while shaping reliability and communication across the organization.

Responsibilities include end-to-end incident management, global cross-functional coordination, executive communications, and driving blameless post-incident reviews to improve monitoring

Qualifications

• 3+ years leading significant incidents in a 24/7 production environment.
• 5+ years in engineering, product, or service delivery with increasing responsibility.
• Clear, structured communication, including briefing executive leadership under pressure.
• Proven ability to coordinate multiple teams and make decisive calls in ambiguous situations.
• Technical depth across public cloud, microservices, and modern monitoring/observability tooling.
• Comfort understanding a complex technology stack and adjusting tactics on the fly.

Responsibilities

• Own end-to-end incident response, including detection, live coordination, resolution, and post-incident review, making time-critical decisions to limit customer impact.
• Take personal accountability for major incidents and drive them to closure with rigor and urgency.
• Coordinate cross-functional technical and business stakeholders globally, assigning roles and delegating tasks during active incidents.
• Lead customer-facing and internal communications throughout the incident lifecycle, including recovery messaging.
• Run blameless post-incident reviews, identify root causes, and convert findings into concrete process, monitoring, and alerting improvements.
• Mentor and train incident participants and duty team members, raising the overall maturity of incident handling across the company.

Skills

Incident management

Cross-functional leadership

Executive communication

Cloud & microservices

Monitoring & observability

Stakeholder coordination

Tools

AWS

Kubernetes

PostgreSQL

Kafka

incidents.io

Rootly

FireHydrant

Job description

Role overview

A senior Incident Manager is needed to lead critical response efforts on a Customer IT Support team that coordinates high-impact outages across a fast-moving, customer-facing technology platform. The role blends hands-on incident command with process improvement, owning major incidents from detection through retrospective while shaping how the broader organization handles reliability and communication.

Responsibilities

• Own end-to-end incident response, including detection, live coordination, resolution, and post-incident review, making time-critical decisions to limit customer impact
• Take personal accountability for major incidents and drive them to closure with rigor and urgency
• Coordinate cross-functional technical and business stakeholders globally, assigning roles and delegating tasks during active incidents
• Lead customer-facing and internal communications throughout the incident lifecycle, including recovery messaging
• Run blameless post-incident reviews, identify root causes, and convert findings into concrete process, monitoring, and alerting improvements
• Mentor and train incident participants and duty team members, raising the overall maturity of incident handling across the company

Requirements

• At least 3 years of experience leading significant incidents in a 24/7, high-load production environment
• At least 5 years in engineering, product, or service delivery roles with increasing responsibility
• Clear, structured communication skills, including the ability to brief executive leadership under pressure
• Proven ability to coordinate multiple teams simultaneously and make decisive calls in ambiguous situations
• Technical depth across public cloud, microservices, and modern monitoring/observability tooling
• Comfort understanding a complex technology stack, sizing up fast-moving situations, and adjusting tactics on the fly

Nice to have

• Background in fintech or in SRE-adjacent technical roles
• Hands-on experience with AWS, Kubernetes, PostgreSQL, and Kafka
• Familiarity with incident management platforms such as incidents.io, Rootly, or FireHydrant
• Experience partnering with Legal, Communications, Privacy, and other non-technical functions during incidents

Benefits and work setup

• Hybrid or fully remote within time zones from GMT-8 to GMT-3, with the option to work from an office in Mexico
• Relocation support to Mexico covering the employee and their family
• Healthcare coverage for employees
• Education budget for language lessons, professional training, and certifications
• Wellness budget for mental health and fitness activities
• 20 days of annual leave plus paid sick leave
• A culture that emphasizes innovative thinking, candid feedback, peer support, and shared recognition of wins